Hi, I’m
Chelsea Bond
Customer Services Rep IV
Johannesburg
Summary
Knowledgeable and dedicated customer service professional with extensive experience in medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
years of professional experience
Work History
ICAS
Back office admin
Job overview
- Filling of documents, Packaging of regional gifts, Assisting staff with general admin duties, Wellness day assistant (Standard bank)
SAMWU
Back office assistant
Job overview
- Filing of documents, Corporate gift packaging, Assisting with general request from staff
Medtronic Africa
Customer Care Advisor
01.2016 - 12.2023
Job overview
- Process Purchase Orders (through FSCM), Process all External and Internal Customer Orders; also responsible for emergency order management flow
- Provide day-to-day operational and analytical support in Medtronic's Order-To-Cash processes (order processing, disputes & credits, enquiries, returns, other as required), Supply Chain processes (release from allocation, add to consignment orders, bill and replace, other as required)
- Liaising with customers, as well as internal personnel including the sales team
- Processing of Credits and Debits as required
- In a typical day, I place orders Via SAP CRM, respond to all inquiries including shipping and backorder information and answers all credit and invoice related queries
- I also support complex accounts by managing their orders and requests, consignment stock and up-keeping of the customer experience
- This is a fast-paced and dynamic environment that requires you to bring your best problem-solving skills to work each day, along with your positive, can-do attitude.
- Participated in ongoing training sessions to stay updated on company policies, products, and best practices for customer care.
- Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.
- Exceeded performance metrics consistently, contributing to the team''s overall success.
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Handled escalated calls effectively, deescalating situations and providing satisfactory resolutions for customers.
- Contributed to a positive team environment through active collaboration and open communication with colleagues.
- Assisted customers with product knowledge, facilitating informed purchasing decisions.
- Managed high call volume while maintaining professional demeanor and excellent service quality.
- Worked closely with other departments to resolve complex issues quickly and effectively.
- Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.
- Collaborated with team members to enhance overall customer experience and satisfaction levels.
- Assisted call-in customers with questions and orders.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
Medtronic Africa
Sales Operations Specialist
01.2020 - 04.2021
Job overview
- Field Inventory coordination assistance - Coordinate with inventory team to optimise and monitor inventory metrics (inventory level, obsolete item,etc), Daily engagement in UBD management, Interface with factory cycle count, Par level management, Field Action Coordination - Monitoring of devices such as Programmers and Carelink Monitors, providing support for follow-ups with regulatory, Central Organisation, Customer Care & Customers for return/replacement of affected products, Capital Equipment Maintenance - Coordinate all the activities that are related to service and loaner contracts, including collection of inputs from legal and regulatory, Invoicing and PO Tracking - communicate with Customer Care and Sales Rep to obtain processing of PO Pendings, OOB Review, facilitate completion of open orders on the system finding information and supporting the salesforce and Customer Care to generate revenue and reduce inventory.
- Implemented CRM system upgrades, enhancing team productivity and customer relationship management capabilities.
- Developed and maintained sales forecasting models to improve inventory management and reduce costs.
- Managed database updates related to customer information changes or additions.
- Instructed field sales team members on access and optimal leverage of CRM and other database technologies in cultivating customer relationships and driving sales performance.
Mix telematics
Call Centre agent (Operations)
03.2015 - 04.2015
Job overview
- Inbound and outbound call centre agent, Assisting clients with queries, Escalating of cases to senior managers, Logging cases, Assisting clients with tracking of the vehicle, Assisting clients with road side assistance, Assisting clients who's vehicles were and hijacked or stolen.
Plumblink
Trade counter assistant (Intern)
09.2014 - 02.2015
Job overview
- Front desk assistant, Bin and stock locations, Quality control (checking quality of stock), Spread sheet amendments, Warehouse assistant, Receiving of incoming stock (Bulk Quantities)
Education
Queens High SchoolJohannesburg
High School Diploma
04.2001
Skills
Competitive Analysis
Order Processing
Order Management
Customer Segmentation
Quote Preparation
CRM Management
Sales process optimization
Inventory Management
Administrative Documentation
Multitasking Abilities
Self Motivation
Decision-Making
Superior Work Ethic
Qualifications - Secondary
Queens's high school (Gauteng), Grade 12(Matric), Geography, History, Life sciences, English, Afrikaans, Mathematical Literacy, Life Orientation
Additional Information
I regard myself as a positive, loyal and honest person. I work well under pressure and tend to go the extra mile for personal satisfaction and company growth. I am a goal driven individual and results driven achiever with exemplary planning and organizational skills who believes that success is attained through effort and determination. I am a self-starter and a go getter.
I am very passionate at showing myself (my capabilities) and to add value, to further myself whether personal, professional and even in academics. I strongly believe that team work is the main source of prosperity to most of the successful companies and organizations. I can get on with people in all situations.
I would like to work for a corporate entity that matches my value as I am successful in completing the tasks I am given. Highly adaptable, productive worker with solid work ethics, who exerts optimal efforts & new ideas.
If Given the opportunity in your Establishment I trust that I will bring forward great work ethic and great positivity and productivity as I am an individual who strives for excellence in their work and working environment.
First Names
Chelsea James
Designation
Employee
Personal Information
- ID Number: 9411265127084
- Criminal Offences: None
- Health Status: Excellent
- Date of Birth: 11/26/94
- Gender: Male
- Nationality: South African - Coloured
- Marital Status: Married
Timeline
Sales Operations Specialist
Medtronic Africa
01.2020 - 04.2021
Customer Care Advisor
Medtronic Africa
01.2016 - 12.2023
Call Centre agent (Operations)
Mix telematics
03.2015 - 04.2015
Trade counter assistant (Intern)
Plumblink
09.2014 - 02.2015
Queens High School
High School Diploma
04.2001
Back office admin
ICAS
Back office assistant
SAMWU